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Global Helpdesk Engineer

April 17, 2024

A Global Helpdesk Engineer provides Telephone/ Internet/ Email support to clients of Swisslog to include application and technical troubleshooting assistance to users of the Swisslog Automation Manager and Warehouse Management applications. The primary function is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators.

Participation required in a 24/7 schedule involving rotating shifts (which includes afternoon/ evenings and some weekends).

This role is a hybrid role based our of our office located in Newport News, Virginia.

Short Facts

  • Newport News, VA
    Newport News, VA, United States of America
  • Swisslog
  • Customer Service
    Customer Service
  • Permanent Position
    Permanent Position


  • Take ownership of complete incident resolution with a professional, customer-centric attitude.
  • Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.
  • Close tickets in a timely manner following incident resolution.
  • Maintain an accurate record of activities using office tools and Incident Management software.
  • Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.
  • Occasional travel to customer site, and internal training.
  • Assist the Global Help Desk Leads in answering and logging incidents on an as-needed basis.

Application Requirements

  • Associates in Computer Science, Software Engineering, or a related technical field; Bachelor's preferred.
  • Analytical, problem-solving, and decision-making skills.
  • Ability to multi-task and work independently as well as in a group setting.
  • Experience in a Customer-Facing Service or Helpdesk role.
  • Proven track record working on teams in a fast-paced, demanding environment.
  • Excellent written and verbal English communication.
  • Basic to intermediate knowledge of application, database, & operating systems.
  • Excellent written and verbal English communication.
  • Basic to intermediate knowledge of application, database, & operating systems.
  • Willingness to travel, and standby for support service if needed.
  • Able to work on time and as part of a customer-oriented team.
  • Detail oriented with a responsible work ethic

Our promise

Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.
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About Swisslog

Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!

Ready to start your Journey?

We are looking forward to hearing from you